Purpose:
The Operations Manager ensures client satisfaction by overseeing the operations of lines of business under management in a way that drives employee engagement while achieving program-wide financial goals. This is to be done in accordance with the company's mission, vision, and core values. The Operations Manager reports to the Director of Operations.
Core Tasks:- Draft and/or review role definitions for all positions under management on a quarterly basis to set and communicate expectations
- Conduct ClearSource leadership training for new leaders and regularly review this model with all leaders under management
- Design and promote high visibility of key performance indicator (KPI) reports which monitor progress toward program goals for production- and supervisor-level staff
- Update the People Analyzer for direct reports weekly
- Conduct a weekly team meeting with direct report leaders to:
- Review production results
- Perform root cause analysis and resolution of issues
- Identify opportunities to recognize good performance
- Conduct a weekly one-on-one meeting with each direct report
- Review and discuss the progress of their team (People Analyzer)
- Ensure alignment of mutual expectations
- Assess and improve job satisfaction
- Conduct a weekly coaching session with each direct report leader to assess and improve their leadership skills, including their adherence to the standard practice for coaching sessions
- Oversee the selection of new hires and internal promotions through interviews and/or review of recorded interviews
- Conduct a weekly quality calibration meeting with each client for programs under management and own the resolution of findings identified
- Establish and measure expectations of Support Depts:
- Assess the efficacy of technology, tools, and systems, communicating any opportunities to the IT department or client, as needed
- Monitor onboarding and offboarding practices to ensure support departments follow the company's standard processes for such activities
- Assess the efficacy of training efforts and provide feedback to the Learning and Development department to close gaps in knowledge and skill
- Assess the efficacy of recruiting efforts and provide feedback to the Recruiting department regarding candidate criteria and selection
- Review all disciplinary actions to ensure alignment with principles taught in the company's leadership training program, the ClearSource Core Values, and the ClearSource Code of Conduct
- Handle the resolution of client requests and escalations in a timely manner
- Escalate with urgency any disruptions to business, issues negatively affecting employee welfare, or situations that might lead to client distrust
- Align employees around our mission through education and initiatives
- Non-negotiables:
- Egregious behavior (hanging up on a customer, swearing, rudeness, etc.)
- Not immediately getting a supervisor on the line when one is requested
- Promising a callback and not doing it
- Not creating a case
- Not troubleshooting
- Not contacting the dealer to ask for their authorization to create a service dealer work order
- Perform other duties and responsibilities that may be assigned from time to time
- Live and teach the ClearSource Core Values (Customer First, Personal Accountability, Humble Courage, Hungry, Happy and Healthy)
Key Performance Indicators:- (1) Weekly 1:1 per direct report
- (1) Weekly coaching session per direct report
- Quarterly Employee NPS > 90%
- Quarterly Client NPS >90%
- 100% Monthly Max Billable
- >94% Agent Satisfaction
- >88% Ease
- >70% FCR
